Support Engineer

OpenAI

. Troubleshoot complex technical issues for Premium Support customers, including API failures, integration challenges, authentication errors, unexpected product behavior, performance degradation, and production incidents .

Posted 9/25/2026full-timeToronto • CanadaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudDistributed SystemsJavaScriptPythonGo

About the role

Key responsibilities & impact

Troubleshoot complex technical issues for Premium Support customers, including API failures, integration challenges, authentication errors, unexpected product behavior, performance degradation, and production incidents
Analyze logs and system behavior, reproduce errors, test hypotheses, isolate failure domains, and provide root-cause findings or evidence-based hypotheses to Engineering
Serve as a trusted expert, critical escalation point, and technical backstop for strategic customers
Own customer-specific responses to high-impact incidents from severity assessment through mitigation, resolution, and post-incident follow-through
Communicate proactively with customer technical teams, business stakeholders, executives, and internal partners
Document customer architectures, integrations, dependencies, critical workloads, and operational constraints for Support, Product, and Engineering
Partner with Go-to-Market and Technical Success teams on workload importance, prioritization, and communication
Represent Support Engineering in customer meetings, including QBRs, and communicate technical health, risks, blockers, and follow-up
Monitor integrations and support trends to identify emerging risks, recurring failure patterns, and readiness gaps
Prepare account-specific runbooks and escalation paths for launches, migrations, traffic increases, and business events
Lead or contribute to incident reviews and postmortems and track corrective actions through closure
Translate recurring customer pain into evidence-backed Product and Engineering feedback
Create scalable improvements including troubleshooting guides, monitoring, internal tooling, support workflows, and AI-powered automation
Help shape Premium Support’s operating model, technical standards, and tooling globally

Requirements

What you’ll need

Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or another role involving hands-on diagnosis of complex production issues
Expert-level troubleshooting skills across APIs, distributed systems, cloud infrastructure, and enterprise integrations
Experience working with logs, metrics, traces, API requests, authentication flows, and customer-provided code or configurations
Experience leading or centrally participating in customer-impacting incidents, including severity assessment, technical coordination, stakeholder communication, root-cause analysis, and post-incident follow-through
Ability to write code or scripts to reproduce issues, interrogate systems, automate repetitive work, and improve internal tools
Experience with Python, JavaScript, or similar languages is valuable
Ability to communicate complex technical issues clearly to engineers, customer technical teams, business stakeholders, and senior leaders
Ability to build strong, high-trust relationships while maintaining clear and scalable ownership boundaries
Ability to identify patterns, improve systems, and prevent recurrence
Ability to thrive in ambiguity and learn as needed
Humble, team-first mindset, strong judgment, and eagerness to help customers and colleagues
Excitement about using OpenAI products, agents, and emerging AI capabilities to transform technical support

Benefits

Comp & perks

Remote work currently available, with expected transition to an in-office arrangement
Immigration and sponsorship support may be provided based on individual circumstances
Reasonable accommodations for applicants with disabilities
Equal employment opportunity
Global team and cross-functional collaboration opportunities